Application Support Specialist
21 hours ago
We are seeking a highly skilled Application Support Analyst to join our team at Clarivate. As a key member of our Support team, you will provide unparalleled service to our customers in North America.
Key Responsibilities- Act as the first point of contact for technical assistance via various communication channels.
- Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner.
- Escalate more technical and unique issues to senior staff and ensure appropriate communication with customers.
- Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
- Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.
- Investigate, report, and document customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate.
- Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.
Our Support team includes Engineers and Product Specialists who provide exceptional service to our customers. As a support team, we are the main point of contact for customers once they are live. We handle inquiries from simple enhancement requests and product questions to data and technical issues and system bugs.
Hours of Work- Full-time - Hybrid Tuesday to Thursday
- The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please note that the shift hours may vary as needed to accommodate specific requirements.
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled.
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